Manager Service
Resume:
Michael Jamison Auton
Prospect, KY 40059
acuoq9@r.postjobfree.com
Summary: A Client Service and Sales Professional, looking for a Strong Organization to utilize my World Class Customer Service Focus, internal and external communication skills to increase sales and retention performance. With over 15 years experience with managing businesses, employees and clients, ranging from teams of up 35 employees at multiple locations and over 20,000 clients with hundred thousand of participants.
Key Skills: Project Management, Product Development, Client Service Management, Sales Support and Proposal Creator, Associate and Client Training/Education Development, Client Implementations/Migrations, Group Enrollment Specialist, Associate Mentor/Management, Auditing and Financial Research, Health Care Management, Reimbursement Accounts, Investment Planning, Six Sigma Black/Green Belt.
Experience:
Kelly Services, Inc. Director Global Solutions and Sales April 2015- Present
ESSENTIAL RESPONSIBILITIES
Responsible for the sales and solution planning for Kelly Services, Inc. global clients and prospective clients, using our Talent Supply Chain leadership position in the marketplace to grow relationships and close sales, through execution of our portfolio of services and solutions.
Whether clients are optimizing their talent management strategies, looking to build analytics capabilities or transforming their global talent acquisition organization, my focus is to drive organizational change and achieve high performance. Utilizing our consultants who possess deep domain expertise and our advanced analytical platform, providing advisory services, insights, analysis and recommendations that move beyond theory and into actionable plans that lead to business results.
Talent Strategy Advisory- enabling customers to embark on their Strategic Workforce Planning journey ensuring alignment between business and talent strategies, include managing holistic transformation change with talent as the catalyst, providing customers a third party view on their buy v. build service and technology decisions as well as enabling process optimization across a suite of talent solutions.
Workforce Governance and Execution- for managing the talent supply chain, applies Program Structure and Governance principles, Market & Competitive Intelligence, Program Performance Management and Change Leadership that enables compliance, speed to talent, cost transparency and a streamlined user experience. The practice advises customers seeking insights into managing multiple often disparate forms of spend or who are interested in self-managing their talent program.
Talent Attraction and Engagement- providing customers access to the latest insights, innovation and methods for delivering Specialized Career Events, Employer Branding, Candidate Experience Measurement and Talent Community Management
Workforce Analytics- using our data platform (i.e., Talent Supply Chain Analytics Portal) and complementary tools to include consulting services helping clients optimize their supplier base, gain insights into the market and competitive landscape, and anticipate future talent trends. Our capabilities include consulting on Labor Market Intelligence, Talent Supply Chain Analytics, Business Process Analytics, and Predictive Analytics.
Talent Counseling/Global Advisory Services- as a member of the Talent Supply Chain Advisory Services Team (i.e., Consulting Practice), responsible for developing a relationship with clients, assessing client issues and presenting a framework for change including presenting insights, market and competitive intelligence, and solutions to the Client
Overall responsibility for the team, in coordination with Director of Client Operations & Advisory Team leader, to ensure all deliverables are met
Main escalation point for any issues surfaced by the Sourcing Advisors
Builds and nurtures the capabilities within their global team to ensure that the Sourcing Advisors continuously focus on providing consultative direction to the client’s requisitions. Focus on optimizing the delivery model to be hyper focused on influencing the buy, with the goal of meeting the broader objectives of the client and the program.
Contributes to the development and execution of the Advisory Team strategy with an emphasis on financial goal delivery, enabling innovation goals, transforming work processes, strengthening the talent base, and maximizing the impact to the Client.
Participates in the ongoing optimization process that ensures successful execution against client’s goals
Facilitates the development of ongoing Continuous Improvement planning including market analysis, competitive analysis, internal company review of risks and opportunities, ongoing capacity reviews and contingency planning.
Provides deep insight and expertise through understanding of costs, cost drivers, market, industry and other pertinent variables.
Participates in internal discussions, provides category expertise, and ensures ongoing linkages with the Global Advisory Manager. Contributes to frequent team meetings, and provides regular communication to outline risks and opportunities for respective categories.
Has ownership and accountability for all assigned action items and follow-ups, and drives improvements in processes, capabilities and systems within identified categories of spend.
Consistently seeks out and reviews industry practices, processes and systems that can be leveraged to enhance the product offering for the client. Research and remain current on industry trends that may impact existing and/or future offering. Shares best practices within the team, and with broader KellyOCG organization.
Uses industry knowledge and economic indicators along with supply and industry data to provide guidance for cost savings with a Total Cost of Ownership TCO focus. Communicates market information and pricing impacts, provides ownership and accountability for individual goal setting and achievement.
On occasion, will serve as a working manager, responsible for taking intake calls, triaging requests, and creating solutions for the client.
ADP National Accounts Manager, Client Service Department March 2014-April 2015
Louisville, KY
ESSENTIAL RESPONSIBILITIES
Responsible for high-level relationship management with clients. Serves as the primary management contact and client liaison during delivery of an outsourced solution, whether it is an IT solution or a business process outsourced solution. Strategically focused and responsible for client satisfaction, maintaining client communication, and the overall management of the client relationship. Works to grow the client relationship by identifying new business opportunities. Drives team to execute on contract terms and conditions and works with the delivery managers to ensure on-time delivery of projects that support the client’s business. Generally have profit and loss responsibilities. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
Functions and Responsibilities
Manage a high-performance team of Client Relationship Managers to meet customer expectations, contractual obligations and renewal targets.
Develops strategic initiatives to grow business, protect current customer base and strengthen customer relationships.
Balances key deliverables in customer satisfaction, adapts to new situations, and motivates team requires flexibility and diplomacy.
Continually reviews processes, expands knowledge of customers' agendas and develops new strategies to accomplish goals.
See problems and understand issues before the customer does.
Diligently support the four corporate goals in daily actions/activities.
Liaises between customer, tech teams, direct reports, management, accounting, and operations support to ensure customer satisfaction and meet business goals.
Identify the end goal and concisely lead individual and team to achieve results. Must be thoughtful of setting objectives, appropriate measure of delegation, empowerment and skill set development.
Recognizes different business situations and understands complexity and impact to the broad business plan. Develops distinctive strategies to achieve the objective(s). Anticipates risks and devises contingency plan(s) to manage. Must break down the plan into clear action steps. Allocates required resources in alignment with overall business needs.
Orchestrate the pace and process to reach objective(s). Integrate with team members across the organization. Own/be fully accountable to outcome and the behavior needed to achieve the objective(s). Avoid crisis management, and be decisive in problem resolution.
Maintains priorities by not diluting focus and introducing too many concurrent directions to the customer or established sales process
Communicates consistently, repetitively to ensure information is understood and retained
ADP National Account Services Service Delivery Manager April 12 to March 14
Louisville, KY
ESSENTIAL RESPONSIBILITIES
With an emphasis on providing World Class Service, Service Delivery Manager II is responsible for managing expectations within the client organization and the ADP Client Services team to ensure service delivery requirements are understood and achieved by both parties. The SDM acts as a conduit to ensure effective communication and coordination on service related issues. Prepares and presents operational performance metrics. The management of 8-10 Client Service Coordinators to ensure client satisfaction and retention in accordance with the following:
Created the implementation plan to merge best practices of SHPS and ADP during merger.
Subject Matter Expert for training on SHPS and ADP products for migration and sales teams.
Manages daily activities of functional team members to ensure delivery of optimal service, client satisfaction, retention, and profitability. Provides continual internal communications to enhance the organization's effectiveness in dealing with critical client issues.
Oversees the coordination schedules and resources (including project management of annual enrollment.
Identifies and resolves issues affecting service delivery
Participates in decision-making process within the sites, as required, concerning client support issues and procedures
Provides direction to Operations personnel regarding individual client assignments and high priority project delegation
Liaise with assigned clients and Client Services in an effort to effectively coordinate service delivery activities throughout the business model
Proactively monitor and advise client and Team Leaders on critical issues affecting service delivery
Work together with client and ADP groups to assess impact of issues and to assist in determining appropriate courses of action. Manage and monitor action plans in accordance with agreements
Act as escalation and coordination point to resolve high profile and/or critical issues occurring between the client and multiple ADP organizations
Work with CS team members to assess work- loads and related time lines to effectively prioritize work prior to making commitments to clients for delivery
Recommend, develop and maintain effective issue tracking tools (spreadsheets, reports, etc.) to ensure effective communication on progression of outstanding issues
Acts as the client and/or ADP advocate, as appropriate, to ensure adherence to required service delivery model
Compile, review, and deliver operational performance metrics to assigned client organizations
Assist client and ADP in planning and coordinating for events that cause business impact to either party (upgrades, operational model changes, designated contact transitions, etc
Identify and recommend improvements that benefit the operational model for client and ADP
Act as subject matter expert for prospect and/or client workshops related to the Client Services processing model
Act as a liaison for Implementation for Transition activities for ALL customers
Create, review and present documentation for RFP meetings/proposals.
Presenter for New and FRP sales meetings, presenting all product demos/offerings for the Sales Team.
SHPS Benefits Services Senior Client Service Relationship Manager Jan 10 to April 12
Louisville, KY
Purchased by ADP April 2012
ESSENTIAL RESPONSIBILITIES
Client Service Manager is responsible for the success of all internal functional areas in meeting deliverables successfully and ensuring ongoing client satisfaction, retention and reference ability. The CSM is also integrally involved with all aspects of the organization and acts in various roles including: project manager, program designer, and communicator. The CSM is responsible for managing multi-disciplinary teams, prioritizing internal operational and market needs for product features/functions, designing program process flows, writing functional specifications for product and reporting features, assisting in the development of the operational model and training program, assisting with development of the projects, reporting, program pricing, supporting the sales and marketing activities for the products. Overall client satisfaction is the goal of the CSM.
Develop an annual business plan for each client that includes the following: objectives and targets for revenue growth through product expansion and up selling, quality and customer satisfaction enhancements, operational efficiencies, contact management strategy, and a financial overview. Metrics should be defined for each objective, and the reporting structure and frequency should be outlined.
Conducts two business planning meetings each year (on-site for most clients): Q1 - review previous years performance and development of business plan, Strengthens client relationship by addressing any areas of dissatisfaction reported in annual customer satisfaction survey
Partners with the Account Executives and Sales Directors in identifying and pursuing new business opportunities, while maintaining customer satisfaction and retention. Responsible to meet or exceed quota participates in quarterly status reviews with client.
Updates client on new or developing industry trends, issues and legislation.
Reviews client specific issues for trending and analysis purposes.
Responds to requests regarding structure, condition, actions and policies of SHPS
Translates SHPS performance into value-- added capabilities for clients; continuously looks for opportunities to reinforce our value proposition.
Manages and leads the communication process both with the client and within SHPS as it relates to the operational deliverables for the client, ensuring client satisfaction, retention and management of expectations.
Assumes total ownership in coordinating service delivery and the resolution of issues across the enterprise for the client; drives the quality improvement process.
Develops and maintains a comprehensive issues log for internal and external use. Reviews with Client weekly or on an agreed upon basis
Project planning and management of client deliverables, including management of all Open Enrollment deliverables.
Provide pricing recommendations and input on all new project deliverables/change orders.
Responsible for documentation and communication of information to client, carrier and internal resources.
Responsible for the implementation of new populations of an existing client (e.g., adding a new division, new accounts, FSA, HRA and MRA enrollment, and other duties as assigned.
ADP Retirement Services Client Service Manager April 04 to Jan 2010
Louisville, KY
ESSENTIAL RESPONSIBILITIES:
As a Client Service manager my role is to ensure that the client service center meets all its customer satisfaction goals. To achieve the goal of “World Class Service” I prepare my staff for issues that may arise and find opportunities to educate them at all times. The Client Service team I managed serviced some 20,000 clients, which generate annual call volumes in excess of 275,000.
Management
Manage local staff of 9 direct reports, with 26 offsite staff members under span of control.
Responsible for attaining an 80% or better Service Level for inbound calls. With scheduling of staff, timing of information releases to clients, system upgrades/ issues, and regulatory training for staff.
Assist in training new hires on systems, procedures and Plan regulations
Mentor new associates on Phone etiquette, resolution of client issues, and product changes.
Review calls with associates giving positive reinforcement and growth opportunities, scoring all calls against set guidelines for call handling. (87% efficiency or better goal)
Review all associates case management keeping open cases to a maximum of 15 per representative, making sure all client issues are properly resolved.
Project Management
Developed a Client Retention Department plan for the Small Market Group. (Available for review)
Designed the department structure, all functions, goals, and costs vs. projected savings with plan saves. Plan was used as a basis for setting up a retention department in Florham Park New Jersey office.
Designed a “profile” to predict clients at “risk” of terminating services, in this project I coordinated the request for information from several departments within ADP in order to find “trends” that would lead to a proactive approach to client preservation. This plan will save an estimated $ 3.5 million in lost revenue annually.
Developed new options for the Plan Administrator’s website for clients to have the option to research billing inquiries, special report requests, and online form processing. This cut down special report/ billing request calls by 30%. Saving ADP in staffing costs, and raising client satisfaction.
Communication and Research
Work with multiple business units to ensure that all clients inquire is completed, resolving any issues regarding billing, compliance, fund performance and account information.
Research and reconcile any discrepancies in 401k deposits transmitted thru ADP Payroll Products, Ensuring proper funding per the IRS/ DOL regulations on contribution postings.
Draft plan amendments and ensure the amendment is appropriate for the clients plan.
Work with Sales and Implementation departments to ensure proper set up of 401k Plans.
Implemented changes in processing and security for Sarbanes-Oxley compliance.
Auditing
Working with Company auditors or IRS/Department of Labor Auditors auditing 401K plans in order to keep pans in compliance with IRS and Department of Labor regulations.
o5500 Tax audits
Using the entire calendar/plan year transaction history to balance plan.
Reconciling 401k Contributions to plan including loan payments.
oEmployee
oEmployer Matching/Profit Sharing
oYear end Compliance Reporting
oTesting required ADP/ACP, 410B, 416, 402, and 415 tests
oAssisting plans with proper compliance coding.
oAssisting plans with corrections/remedies to testing failures.
Education:
B.A. Business Administration, University of Louisville 1998
Licensed as Series 6 and 63 Financial Advisor 2002
Radclyffe Client Service Contact Strategies 2005
Radclyffe Champion Leadership Training for Managers 2005
Effective Coaching and Feedback Training for Managers 2005 FISH- Philosophy- for improving your workplace 2006
DISC personality profile system training 2006
Six Sigma Green Belt Certified 2007 Six Sigma Black Belt Certified 2007
Masters in Business Administration, University of Phoenix 2004
References:
Last known positions and phone numbers as of employment with respective companies.
John Erxleben
ADP National Accounts
Product Manager
Tamara Bogle
ADP
Manager
James Paten
Rawlings Group
Client Manager
Kimberly Warren
ADP
Client Service Coordinator
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